Complaints Advisor (Tuesday - Saturday 37.5 hours)

Monzo Bank; United Kingdom; Remote; GBP 24,000 - 30,000; Full time

Job summary

Monzo Bank is seeking a Complaints Advisor to provide exceptional customer service and resolve complaints effectively. The role involves interacting with customers through phone, email, and chat to ensure satisfaction and handle complex issues, contributing to improving the overall service. Ideal candidates are FCA-regulated with strong complaint handling skills.

Benefits

Learning budget of £1,000 annually

Company MacBook provided

Qualifications

• Must be a tenured FCA-regulated Complaints Adviser.
• Extensive experience sending final written responses required.
• Resilient in dealing with customer issues over the phone and in writing.

Responsibilities

• Provide excellent customer experience handling complaints via various channels.
• Support Root Cause Analysis to reduce future customer issues.
• Investigate complaints to ensure correct outcomes for customers.

Skills

Complaint handling

Customer service

Written communication

Problem-solving

Empathy

Education

FCA-regulated Complaint Adviser qualification

Job description

Complaints Advisor (Tuesday - Saturday 37.5 hours)

Join to apply for the Complaints Advisor (Tuesday - Saturday 37.5 hours) role at Monzo Bank

Complaints Advisor (Tuesday - Saturday 37.5 hours)

Join to apply for the Complaints Advisor (Tuesday - Saturday 37.5 hours) role at Monzo Bank

Get AI-powered advice on this job and more exclusive features.

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

Hear from our UK team about what it's like working at Monzo

Remote, UK | £24,750 - £29,625 (depending on the observed and evidenced performance displayed in the interview) + Benefits

Please note that the essential criteria when applying for this role is that you are a tenured FCA-regulated Complaints Adviser and have extensive experience of sending final written responses . Without this experience, your application will not be progressed.

Customer experience is at the heart of everything we do at Monzo therefore the role as a Adviser at Monzo, will involve speaking to customers on the telephone as well as through in-app chat, social media platforms and email.

About Our Complaints Team

Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive this mission forward.

Have you written final responses? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? You are experienced and comfortable talking to customer on the phone? We’re looking for people with complaint handling experience to come and join us!

If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you!

What You'll Be Working On

You’ll be the point of contact for customers who feel particularly disappointed in the service we’ve provided.

Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better

We know that things can go wrong sometimes, and you’ll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.

Your day-to-day

• Providing the best customer experience when handling customer’s complaints in writing and over the phone.
• Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems.
• Helping to cultivate and maintain a unique and customer-centric culture.
• Investigating complaints so we can give the customer the right outcome.
• We are the last point of contact for the customer to help resolve their complaint.
• Working through customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines.
  
  

You should apply if

• You’re an experienced regulated complaint handler, ideally within the banking sector but this is not essential.
• You have extensive experience of written final responses.
• You’re resilient and confident dealing with customers' problems over the phone, via email or chat.
• You’re adaptable to change, we’re a very fast growing business.
• You’re comfortable working to targets and deadlines.
• You’ve got a keen eye for detail and can reach fair outcomes for our customers.
• You’re comfortable using a laptop (we’ll provide you with a MacBook).
• You’re great at explaining things to people, and have excellent written English.
• You enjoy investigating issues and getting to the root cause of them while putting things right.
• You can make the complex simple, and explain it to others in an engaging and informative way.
• You can quickly pick up the important parts of regulation, and understand how they impact Monzo.
• You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue.
• You’ve got reliable access to the internet from your home, and a private space to work. You’ll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload.
  
  

The Interview Process

Our Interview Process Involves 2 Main Stages

• Apply with your CV and answer the application questions Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work will be declined.
• Remote interview
  
  

Top tip when applying ️

Please take your time with the application questions as the answers to these will help us decide if we’d like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses.

If you do have any specific questions ahead of this please contact me on [e-mail]

What’s In It For You

£24,750 - £29,625 per year depending on experience

This role is based remotely

Learning budget of £1,000 a year for books, training courses and conferences

And much more, see our full list of benefits here

Logistics

• Training will be for 6 weeks. Please note that no holidays are permitted during the training period.
• Shifts - 37.5 hours per week, Tuesday - Saturday 9:00 AM to 5:30 PM.
• Start Date - Monday 18th August 2025.
  
  

To Work Remotely You'll Also Need

• To work from home in the UK in a safe, private and distraction free environment
• A solid internet connection (download speed - 10mbps; upload speed - 5 mbps)
  
  

Equipment

• We'll provide you with a work laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.
  
  

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Banking

Referrals increase your chances of interviewing at Monzo Bank by 2x

Sign in to set job alerts for “Advisor” roles.

London, England, United Kingdom 1 month ago

London, England, United Kingdom 1 week ago

PROUDFOOT: Mining Consultant / Senior Consultant

Orpington, England, United Kingdom 5 days ago

Glasgow, Scotland, United Kingdom 1 month ago

PROUDFOOT: Management Consultant (Manufacturing/Mining/O&G/Water/F&B) United Kingdom

Orpington, England, United Kingdom 5 months ago

PROUDFOOT: Mining Consultant / Senior Consultant

Orpington, England, United Kingdom 5 months ago

Customer Success Consultant- Fully Remote- United Kingdom

Royal Tunbridge Wells, England, United Kingdom 2 weeks ago

Glasgow, Scotland, United Kingdom 1 month ago

Customer Success Advisor - United Kingdom

London, England, United Kingdom 4 weeks ago

London, England, United Kingdom 1 month ago

Personal Growth Advisor – Remote Learning

London, England, United Kingdom 2 days ago

London, England, United Kingdom 1 week ago

London Area, United Kingdom £40,000.00-£46,000.00 1 month ago

Glasgow, Scotland, United Kingdom 1 month ago

Luxury Fashion Consultant – Global Brand Expansion

London, England, United Kingdom 1 day ago

Manchester Area, United Kingdom 23 hours ago

Quilter Academy - Full Time Programme - Manchester

Greater Manchester, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

London Area, United Kingdom £50,000.00-£250,000.00 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.